Delivery Lead Manager

Skill required: Marketing Operations - Operations Management
Designation: Delivery Lead Manager
Qualifications:Any Graduation/BMS
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? The Global Consumer Experience (CX) Lead plays a pivotal role in shaping, enabling, and orchestrating the global CX agenda in GBS, ensuring seamless integration and consistency across all Direct Reporting Business Units (DRBUs). This role acts as the central conduit between Global C&CE and the Regional/DRBU CX teams, translating global strategy into regional action, and ensuring alignment, adoption, and excellence in execution across CRM, Marketing Automation, CX Analytics, Web Operations, and Social Media functions. The incumbent will provide operational oversight for the global CX team — managing performance, capability building, resource allocation, and issue escalation. They will ensure that all DRBUs operate under a unified CX vision and that global standards, tools, and best practices are implemented, harmonized, and continuously improved to deliver superior consumer and customer experiences worldwide. Ultimately, the Global CX Lead ensures that CX becomes a core enabler of business performance, digital transformation, and brand differentiation, connecting insights to action across all markets. Management • Manage global CX workstreams, budgets, and priorities in line with strategic goals. • Oversee the performance and professional development of the global CX team, ensuring role clarity and measurable outcomes. • Maintain close coordination with transformation offices to ensure alignment of CX initiatives with broader marketing and digital agendas. • Drive continuous improvement by implementing regular feedback loops, retrospectives, and lessons learned from market execution.
What are we looking for? •Social Media CRM •Salesforce Marketing Cloud •Adaptable and flexible •Ability to perform under pressure •Problem-solving skills •Detail orientation •Ability to establish strong client relationship Relationship • Act as the trusted global liaison between the Global C&CE leadership and DRBU CX counterparts. • Cultivate strong partnerships with regional stakeholders, ensuring mutual visibility of priorities, risks, and successes. • Collaborate with IDT and GBS Marketing to ensure seamless integration of data platforms, technology enablers, and reporting systems. • Build relationships with external technology and agency partners, ensuring cutting-edge practices and tools are leveraged consistently across the CX ecosystem. • Represent the CX function in cross-functional governance forums, championing consumer-centric design and experience consistency. Innovation • Identify opportunities to simplify, standardize, and scale CX practices globally. • Lead exploration of new tools, technologies, and data capabilities to enhance consumer engagement and analytics sophistication. • Ensure the organization stays ahead of CX trends — including personalization, omnichannel experience design, and automation. • Promote best-practice exchange, driving convergence and synergy across DRBUs to reduce duplication and accelerate learning. • 10+ years of experience in Customer Experience, Digital Marketing, or Marketing Transformation, with strong exposure to CRM, Analytics, Web Operations, and Social Media ecosystems. • Proven success in managing multi-market teams and complex stakeholder environments within a global matrix organization. • Strong leadership and influencing skills; able to balance strategic direction with operational excellence. • Deep understanding of consumer journey mapping, CX measurement frameworks, and data-driven marketing. • Experience in translating global strategies into actionable regional frameworks with measurable outcomes. • Highly analytical with the ability to interpret large datasets, identify trends, and translate insights into business impact.
Roles and Responsibilities: Operational • Provide global oversight of the CX ecosystem (at area and global level), ensuring consistency, quality, and effectiveness across CRM, CX Analytics, Web Ops, and Social Media functions. • Lead team performance management, capacity planning, and resource allocation across global and DRBU CX operations. • Act as the primary escalation point for operational, capability, and delivery challenges raised by Global or Markets. • Drive alignment of global CX KPIs and governance frameworks, ensuring all regions report on unified metrics. • Consolidate and review performance data, ensuring visibility to global stakeholders and recommending corrective actions or opportunities for improvement. • Orchestrate the global cascade of CX strategy, frameworks, and toolkits, ensuring clarity and consistent adoption across markets. • Lead periodic cross-market business reviews to assess progress, identify synergies, and share learnings. Leadership • Provide strategic direction and mentoring for the global CX team, fostering a culture of accountability, collaboration, and innovation. • Champion CX capability building, supporting teams across regions to elevate skills, tools, and methodologies. • Inspire a consumer-first mindset across marketing and commercial teams, embedding CX thinking into planning and execution. • Lead by example in cross-functional collaboration, breaking siloes between DRBUs, global functions, and GBS hubs.